Flagstar Bank, N.A.
Sr. Complaint Management & Customer Insights Manager - Remote (Finance)
Location
Work From Home United States
Job Summary
Customer experience is the holistic perception of the organization and brand to prospective, current, and former customers. Perceptions are built from interactions and touchpoints that involve proactive and reactive actions and solutions to optimize the overall experience.
A Customer Experience Manager leads the Oversight & Insight (O&I) team which includes the Customer Experience (CE) team, Office of the President (OOTP) team, and Communications Change Management (CCMS) team. Having oversight and giving insight into potential reputational risks, capacity and service level optimizations, and strengthening consumer relationships and loyalty, O&I is the voice of the customer. Broadcasting and advocating change for the betterment of consumers and the bank is what the team is all about.
Pay Range - $117K - $155K - $193K
Pay Range: Local Minimum Wage - $0.00 - $0.00
Job Responsibilities:
Enterprise Complaint Management Oversight
Experience Improvement Oversight
Team Oversight & Personnel Development
Contact (Call) Center Customer Satisfaction Oversight
Internal & External Communications & Resource (Knowledge) Management
ADDITIONAL ACCOUNTABILITIES
JOB REQUIREMENTS
Required Qualifications:
Preferred Qualifications:
Job Competencies: